Technical Support Representative (Service Desk)

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

The Technical Support Representative (TSR) is responsible for delivering first-line technical support through voice interactions while identifying opportunities to retain customers and recommend relevant products or services. This role focuses on resolving technical concerns, providing exceptional customer service, promoting customer loyalty through effective retention strategies, and achieving sales performance targets in a fast-paced, high-volume environment.

Key Responsibilities

• Handle inbound voice interactions and provide timely, accurate technical support
• Diagnose and troubleshoot connectivity, hardware, software, account, and service-related issues
• Communicate clearly and professionally to understand customer concerns and provide effective solutions
• Deliver First Contact Resolution (FCR) whenever possible while ensuring a positive customer experience
• Identify customer needs and recommend appropriate products, upgrades, or value-added services
• Apply retention techniques to address cancellation requests, resolve dissatisfaction, and retain customers
• Meet or exceed sales, retention, customer satisfaction, and service quality KPIs
• Document all customer interactions, troubleshooting steps, resolutions, sales activities, and retention outcomes in the system
• Follow standard operating procedures (SOPs) and utilize knowledge base resources to ensure accurate resolutions
• Escalate complex technical issues to Level 2 support or the appropriate team when necessary
• Maintain professionalism when handling escalations and challenging customer interactions
• Stay updated on products, services, promotions, and company policies
• Participate in training, coaching, and continuous improvement initiatives
• Perform other duties as assigned

Qualifications

• At least High School graduate; college level or degree

• Minimum of 1 year BPO experience, preferably with some tech exposure/experience

• Experience working in a US night shift environment, willing to work on a shifting schedule

• Strong communication and interpersonal skills

• Confident navigating multiple systems, tools, and applications

• Ability to multitask in a fast-paced, high-volume environment

• Detail-oriented, reliable, and customer-focused

• Ability to work onsite and attend onsite interviews

• Familiarity with basic troubleshooting and ticketing systems is an advantage

Why join us?

• Competitive salary package and benefits
• HMO coverage + dependents
• Paid leaves and government-mandated benefits
• Performance incentives and recognition programs
• Training, upskilling, and career growth opportunities

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.